Bonus: How to Empower Hotel Staff with Tech & Training | Axonify Roundtable

Great hospitality starts with confident employees. Without them, guest satisfaction—and the bottom line—suffers. That’s why I hosted a Hotel Business Hot Topics roundtable with: 👉 Eric Rubino – Chief Operating Officer/Principal, extreme hospitality 👉 James Carroll – CEO, Crestline Hotels & Resorts 👉 Jessica Lee – Global Officer, Talent Acquisition + Associate Development, Marriott International 👉 Melissa Burghardt – CEO, Axonify  We explored how #technology, #training, and empowerment come together to build operational agility and deliver better guest experiences. Here’s what stood out: ✔️ Empowerment only works if leaders back employees’ decisions, not punish them for trying ✔️ Microlearning and daily reinforcement create lasting confidence on the front line ✔️ Hiring must focus on personalities and potential, not just experience ✔️ Tech should remove friction so associates can spend more time with guests ✔️ Purpose and variety matter to Gen Z and the generations coming next Hospitality thrives when associates feel trusted, supported, and inspired. Give people the tools, the training, and the freedom—and they’ll give guests unforgettable experiences. 🙏 Thanks to Axonify for making this conversation possible.  

When the market gets wobbly, some run scared — others lean in. For #NoVacancyNews, I spoke with Doug Rigoni of West Coast Hospitality and Mark Hope of Coast Hotels at The Lodging Conference to explore how uncertainty is creating real opportunity across the West Coast and Canada. We talk about RevPAR trends, risk-taking mindsets, and why tertiary markets are struggling while primary cities still show promise. From Hawaii to Whitehorse, these operators are thinking differently — and that’s where the growth is. #hospitalitystrategy #hoteldevelopment 🎧 Key takeaways: • Doug sees uncertainty as a signal for opportunity — not retreat • West Coast RevPAR is down, but new deals are emerging in California, Oregon, and Hawaii • Coast Hotels spans from San Diego to Anchorage, with Canada in the middle • Canadian travelers stayed local in 2025, boosting domestic occupancy and rate • Growth in Canada is strongest in primary and secondary cities — tertiary markets are hurting • Coast is eyeing Whitehorse for expansion, proving small markets still matter 💡 Special thanks to my friends at Unifocus — technology that drives value. Visit Unifocus.com to see how smarter labor and operations tools can transform your bottom line.

What if your hotel stay felt like a backstage pass? In this episode of #NoVacancyNews, Glenn Haussman and Anthony Melchiorri talk with Oscar Serrano of UMusic Hotels about how Universal Music Group is transforming hospitality into a full-blown entertainment ecosystem. From a 1945 theater at the heart of their Madrid flagship to genre-personalized guest experiences, this isn’t your typical luxury hotel. They explore how music drives design, revenue, and community — and why the room is just one part of the journey. 🌐 Explore benchmarking insights at HotelData.com from our sponsor Actabl  📌 What you’ll learn:  • Why UMusic Madrid is a theater with a hotel — not the other way around • How music is embedded in every space, from rooftop to retail  • Why open-door hospitality is key to local engagement and revenue • How UMusic is scaling globally — with or without hotel rooms  • What Oscar learned from launching the first property — and what’s next  👍 Like, comment, and subscribe for more conversations that challenge the status quo in hospitality.   #experientialtravel #hospitalityinnovation #music

Tough times don’t mean you stop having fun. That’s what Dina Belon, President of Staypineapple Hotels, reminded me for #NoVacancyNews during the The Lodging Conference. She’s navigating rising costs, labor challenges, and market uncertainty — but with her trademark optimism and energy intact. Here’s what I loved from our conversation: 👉 Don’t panic — stay focused. Hospitality is cyclical, and the goal is to adapt without losing your cool. 👉 Stay close to your guests. Dina’s team launched a hyper-personalization project that captures guest preferences and turns them into tailored experiences. 👉 Move fast. Her team can spin up a marketing campaign in 24 hours — because reacting in real time drives RevPAR and brand loyalty. 👉 Keep hospitality fun. If you’re not enjoying what you do, you’re in the wrong business. Staypineapple is proving that creativity and culture can be serious business tools — and that joy can be a strategy. 🙏 Thanks to Entegra, helping hotels tap into the power of GPOs to save money and boost profitability. Learn more at EntegraPS.com.  

Las Vegas is evolving from a gaming town into one of the world’s premier sports destinations — and MGM Resorts International is leading the charge. In this interview, Lance Evans, SVP of Sports & Partnerships at MGM Resorts, explains how: ⚾ The arrival of Major League Baseball will transform the Las Vegas calendar.  🏒 The success of the Golden Knights, Raiders, and Aces unlocked a new era of major league sports.  🏟️ MGM’s position in the “Golden Triangle” creates unmatched opportunities for fans and visitors.  🏎️ Formula 1 and other global events elevate Las Vegas to an international stage. 🎶 Sports partnerships fuel not only ticket sales, but food, beverage, entertainment, and loyalty experiences.  This MGM Resorts International series is brought to you by Uniguest, whose Hotel Hub solution connects the guest journey to your messaging and branding. Learn more at uniguest.com.  #MGMResorts #HospitalityLeadership #LasVegas #Sports #Hotels

Management companies don’t always get top billing in deal conversations… but they should. At The Lodging Conference, I sat down with Mark Crisci, Principal & Chief Investment Officer at Azul Hospitality, to dig into the real role management companies play in transactions—especially in a slow market. Here’s what stood out: 👉 With deal flow down, management changes are often triggered by lender involvement rather than new owners. 👉 Azul approaches every potential takeover carefully. If the current operator’s performing well, they say so. If it’s broken, they explain exactly how they’ll fix it. 👉 Mark stressed the high stakes of inheriting someone else’s problem without a smart strategy. 👉 Selectivity matters more than ever—Azul aligns only with ownership groups that share their philosophy. 👉 And on a personal note, Mark opened up about the two scariest moments of his career: the death of a mentor and leading through early COVID. Both tested him. Both made him stronger. This conversation is a sharp reminder that operations drive performance, and choosing the right management partner can make or break a deal. 🙏 Thanks to our friends at Unifocus — technology that drives value and makes better workforce management possible. Learn more at Unifocus.com.

Saudi Arabia is building one of the most ambitious #hospitality and #tourism projects in the world—and Jerry Inzerillo is leading it. On No Vacancy Live, Anthony Melchiorri and I spoke with Jerry, CEO of the Diriyah Gate Development Authority, about the $64B master plan to transform the birthplace of the Kingdom into a cultural destination with 42 new hotels, 1,000 shops, and a fully walkable heritage city. Here’s what stood out: 👉 The project has already welcomed 4 million visitors since reopening the UNESCO site in 2019 👉 Tourism’s share of Saudi GDP grew from 3% to 5% in just a few years—with a goal of 10% by 2030 under Vision 2030 👉 50,000 workers are on-site daily, and 39% of the staff are women—part of a major workforce shift 👉 By 2030, Saudi Arabia will host the World Expo, and in 2034, the World Cup Jerry’s message was simple: “All are welcome. Come see for yourself.” This conversation was a masterclass in vision, authenticity, and communication—and a glimpse into how Saudi Arabia positions itself for the next century. 🙏 Thanks to our advertiser Actabl. Benchmark your performance this budget season at HotelData.com.

Margin pressure. Rate uncertainty. Shifting investor expectations. Welcome to 2026 planning season. During The Lodging Conference, I spoke with David Duncan, President & CEO of First Hospitality, and Marissa Ballan, Chief Investment Officer, about how their team approaches the next phase of the hotel cycle — with discipline, data, and confidence. Here’s what stood out: 👉 First Hospitality has spent months renegotiating contracts and sharpening cost control to offset margin compression. 👉 The company’s revenue management and analytics platform helped 76% of its hotels grow share last month—even longtime assets. 👉 Investors see 2025–2026 as a transition period, with falling rates expected to unlock real opportunity in Q1. 👉 Marissa’s focus: expanding capital partnerships and attracting institutional investors to fuel growth. 👉 David’s focus: building culture through authentic service, not scripted soundbites. They summed it up perfectly: Control what you can. Focus on people. Build transparency and trust. 🙏 Thanks to our friends at Entegra, the world’s leading group purchasing organization. Tap into GPO power to save money and strengthen operations at EntegraPS.com.

Technology shapes the industry — but humanity defines it. At The Lodging Conference, I spoke with Eric Rubino and Ryan Alpert of Extreme Hospitality about how hotel leaders can balance technology, fundamentals, and human connection to stay grounded in an unpredictable market. Here’s what stood out: 👉 Deals are harder to pencil out, so success depends on discipline and daily fundamentals. 👉 Conferences like this one help leaders share ideas, gauge sentiment, and stay realistic—not overconfident or pessimistic. 👉 Great hotel companies use tech to empower people, not replace them. Data informs decisions, but heart drives hospitality. 👉 Extreme Hospitality invests in training and empowerment, teaching rising leaders how to think critically and act confidently, not just follow a playbook. 👉 Guests still crave authentic experiences and human connection—and that’s what keeps hotels from becoming commodities. As Eric said: “We’re not in the business of just selling a room. We’re in the business of delivering an experience.” 🙏 Thanks to our friends at Unifocus—technology that drives value for hotels. Learn how they help operators improve labor efficiency and guest satisfaction at Unifocus.com.

Hospitality pros are feeling the headwinds — but also something else: cautious optimism. For #NoVacancyNews I spoke with Brittney Jones of Brittain Hotels & Resorts to find out what owners are really thinking. From interest rate shifts to #hotel brand reinventions to economic headwinds, we get into the mindset behind the moves. We discuss the emotional fatigue that’s driving hope, the surge in independent hotel strategies, and why experiential travel isn’t just a buzzword — it’s the new baseline. If you’re navigating Q4 with grit and strategy, this one’s for you. 💡 Special thanks to my friends at Entegra — if you're still overpaying, you're doing it wrong. Visit Entegraps.com and get serious about saving. 🎧 Key takeaways: Brittney says owners are cautiously optimistic about Q4 and 2026 Emotional exhaustion is fueling a desire for momentum New brand launches are leaning into memory-making over material perks #Independenthotels are gaining traction — and major brands are watching Brittney shares how Brittain Hotels is adapting to the shift I remind us: if we survived COVID, we can handle anything